Can I get a replacement item instead of a refund?

It depends on the situation. If your item arrived damaged or defective, a replacement is often an option. For other cases, like ordering the wrong size, the standard process is to return the item for a refund and place a new order.

Here’s how it works.

If your item is damaged or defective

If you received a product that's broken or not working as it should, you can definitely ask for a replacement.

1. Contact us quickly: Let our team know about the issue. We are your dedicated point of contact for lost, damaged, or incorrect orders.
2. We'll find a solution: We will manage the entire resolution process on your behalf—coordinating between you, the supplier, and the shipping carrier—to find a fair and efficient solution.

If you ordered the wrong size or item

If you ordered something by mistake, the standard process is to return it for a refund.

The most straightforward way to get the right item is to:

1. Start a return: As a consumer, you have the right to withdraw from the contract within 14 days without giving any reason. You must inform us of your decision to withdraw by an unequivocal statement.
2. Place a new order: Order the correct size or product right away.
3. Get your refund: If you withdraw from the contract, we shall reimburse all payments received from you, including delivery costs (with some exceptions), without undue delay and no later than 14 days from the day we are informed of your decision to withdraw. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is earliest.

Common follow-up questions

Who pays for return shipping?

You will have to bear the direct cost of returning the goods.

What items can't be returned?

The right of withdrawal does not apply to contracts for the supply of goods made to your specifications (customized) or for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.

Need a hand? Chat with us anytime.

Updated on: 18/07/2025